Makro online has the height of incompetence

I have made use of Makro online for the first time last year and they failed miserably in providing a product safely and with protection. Not only was the product defective but to get a return was virtually impossible. After weeks of eventually returnign the product for credit, a nother product was sent again in poor, unsafe packaging. I requested a return which again took weeks to pickup. When the time came for the product to refunded, their common email response from Phindile Siwile: Kindly be advised that your refund has been successfully approved and reversed back into the same account that you paid with. Upon checking your bank statements, please ensure that you refer to the date of purchase, as the bank usually backdates these payments. I have asked for proof as I cannot locate payment, I am given the same response. I have looked at my bank statements and cannot find a refund from Makro. This remains unresolved since August 2025